I was curious if the inbound email action setting for the 'update' keyword was designed to use a wildcard for inbound mail. The reason I ask is to separate two different processes (one for incident, one for requests) but still be able to use the inbound mail to create a note on both processes. I have it setup currently using the same keyword in both processes but wondered if this was possible.
Incident email keywords - "Service Desk Ticket #"
Request email keywords = "Service Desk Request #"
Keywords with wildcard = "Service Desk * #"
With the wildcard this would be able to catch both inbound and process them correctly based on the mappings that I have created.
Any input would or other ideas would be appreciated.